Kelly's Roast Beef — Restaurant in Boston

I haven’t been to Kelly’s since I was a kid, so I wanted to have it while I was visiting home and in the airport. My family and I used to split the cheese fries and I would have a small roast beef. I wanted those again, but the cheese fries didn’t come as a side and each were only available in the full size. As someone who is overweight and trying to work on that, it can be difficult to place food orders without fearing judgement, whether it be true or made up in my head. I tried to use the self-service kiosk, but it wasn’t working. I ordered with the cashier and after ordering my sandwich, I asked for the cheese fries. His response was “are you sure? with bacon too?”(bacon is standard on the menu item). I wasn’t sure what to say to that besides yes. I took my receipt and waited. Five people were ahead of me waiting on their orders. When calling out orders, the cashier called out the order numbers, even when he had to call out the number multiple times for those who were delayed in coming to the counter. When he called my number, only once, he stated exactly what I ordered in front of those who were waiting by the counter. He then proceeded not to do the same with the orders after mine. I may be mistaken, but given the question asked of me earlier and the feeling I was being shamed by what I ordered, it was very upsetting. It is difficult to order fast food being someone who has struggled with their weight and fluctuated in size many times over their life. He does not know my medical history or what could be affecting my ability to gain or lose and it is not appropriate for someone to question someone...

To Whom It May Concern,

I’m writing to voice serious frustration after an absolutely unacceptable experience at one of your locations. I waited over 35 minutes for my food—and I wasn’t the only one. Several others around me were just as frustrated, standing around, checking their watches, and questioning what was going on. Some even walked out without their food.

While waiting, someone in line mentioned that Kelly’s Roast Beef was recently bought by private equity and that you’re planning to expand nationwide. Let me be blunt: if this is how you operate now, good luck. This level of service won’t survive outside of New England. You better get your act together before scaling, because no one in their right mind is going to wait 30+ minutes for fast-casual roast beef—especially without an apology, explanation, or even acknowledgment from the staff.

The complete lack of communication or urgency from the team working that day made the experience even worse. It felt like no one cared that a room full of customers were visibly irritated and confused.

Kelly’s has a legacy, and I’ve always loved your food, but this was a major letdown. I’m not just venting—I’m telling you as a longtime customer: if this is the direction things are going, you’re going to lose people fast.

I expect a response from someone in leadership explaining how this is being addressed—before word-of-mouth and social media do...

EAT ELSEWHERE !!!!

I've eaten at Kelly's Roast Beef on the beach in Revere. They have great food and good service almost all the time.

NOT SO AT THE AIRPORT LOCATION !!!! I ordered a cheesesteak sub with double meat, fries, and a diet Coke. Total price close to $22 !!!! That ALONE is horrendous. The way they overcharge at the airport is ludicrous. But it gets worse from there.

SUB: It had so little meat on it that I almost returned it. It would have been ALMOST acceptable for a regular cheese steak sub, but it was a joke as a double meat sub.

FRIES: Extremely small portion. At least they were not cold.

DRINK: Cup filled with more ice than soda. NO REFILLS !!! I actually said to the counter person, "Twenty-two bucks for a sub, fries and a drink and you don't give refills on the drink??!!?? They give refills in Revere!" Her reply was a curt "This isn't Revere."

ATMOSPHERE: It's the airport, not the beach. But the person "cleaning" the table area was merely using her gloved hand to brush crumbs off the table, not wiping it down.

BOTTOM LINE: Eat elsewhere at the airport. Kelly's will rip you off every...